Customer Service Specialist I

Work Schedule

Environmental Conditions

Job Description

Job Summary

The Buyer I is responsible for managing order backlogs and supporting internal customers across the EMEA and North America (NA) regions. This role serves as a key coordination point across Supply Chain functions, ensuring requests are properly prioritized, routed, tracked, and resolved in a timely manner.

The Buyer I works closely with Field Service, Technical Support, Supply Chain, and other internal stakeholders to address order-related issues, identify supply alternatives, communicate delivery expectations, and support effective backlog management in a global, fast-paced environment.

Key Responsibilities

• Serve as a coordination point between Supply Chain functions and internal customers, ensuring requests are prioritized and routed to the appropriate teams.
• Track, follow up on, and close internal customer inquiries while providing timely updates on requests and order status.
• Operate within a global follow-the-sun support model, managing cases from other geographic regions as needed.
• Review order backlogs daily, identify and resolve order issues, and explore alternative supply sources or available engineering inventory when necessary.
• Adjust order priorities in the system based on input and business requirements from Field Service teams.
• Participate in weekly and monthly meetings with Field Service and/or Technical Support managers to provide backlog updates, discuss risks, and review corrective actions.
• Communicate expected delivery dates and order status updates for parts to Field Service Engineers and other relevant stakeholders.
• Maintain Supply Chain complaint metrics and coordinate actions to address recurring or outstanding issues.
• Manage and update complaints and related cases within the SAP CRM system.
• Prepare and facilitate meetings to address order-blocking issues and drive actions toward resolution.
• Ensure advance orders are appropriately prioritized, monitored, and communicated to relevant stakeholders.
• Enter orders on behalf of internal offices that do not use SAP or other automated ordering systems.
• Proactively respond to incoming information, take appropriate action, communicate updates to stakeholders, and identify potential countermeasures when issues arise.
• Perform additional duties and responsibilities as assigned.

Minimum Qualifications

• High School Diploma or equivalent required; Bachelor’s degree preferred.
• Minimum of 2 years of experience in Supply Chain, Demand Planning, Order Management, Logistics, Procurement, or a related field.
• Advanced English proficiency, both written and verbal.
• Experience working with ERP and/or CRM systems; SAP experience is preferred.
• Proficiency in Microsoft Office and other Windows-based business applications.
• Strong analytical skills and attention to detail.
• Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Strong customer-service orientation and ability to collaborate effectively across functions and within a matrix organization.
• Effective communication and stakeholder-management skills.
• Ability to work under pressure, meet deadlines, and proactively resolve issues.